What are Cases and Tasks

Cases

By case, we refer to the distinct instance of a workflow. Each case represents a specific execution of a process, as it is outlined by the respective workflow. While the workflow provides the blueprint, a case is the execution of that blueprint.

Each case is unique. It follows the same sequence and set of tasks as outlined in the workflow, but it carries the specific data and context, relevant to that instance. For example, a customer support case will include the issue reported, the customer's details, and the resolution steps taken for example.

Multiple cases of the same workflow can be executed in parallel, allowing you to track the state and progress of each case separately, providing real-time updates on task completion, pending tasks, and overall status.

Tasks

Tasks are integral components of a case, as they represent individual actions or steps that need to be completed as part of the overall workflow. Each case consists of a series of tasks that follow the predefined blueprint as it was set by the workflow.

As the case progresses, tasks are assigned to the specified users or teams, who then perform the necessary actions, and mark them as completed. In the example of the customer support case, one task is the form that the customer fills out with their issue and their details, another task is the automatic email that will be sent to the relevant agent who will pick up this customer’s case, and so forth and so on.

In Procify, tasks can only exist if they have been opened by the system as part of a specific case.